Most Frequently Asked Questions

I forgot to add an item to my order. Can you add it for me?

We are unable to add items to orders after they have been placed. However, you can simply place another order with your missing item.

What should I do if my items arrive damaged or defective?

If you receive an item that is damaged or defective upon arrival, please call our Online Customer Service Department immediately at: 1-866-339-1626 . It is important that you contact us before returning the item, so that we may assist you with return shipping charges. If you don't contact us prior to shipping the item back to us, you are responsible for all return shipping charges.

Why did I receive more than one order confirmation and shipping notification?

You will receive an initial email confirmation that your order has been submitted, with the amount of your order, any shipping, promotions, applicable taxes and total amount. When your order has been shipped you will receive a confirmation email. Your order may be split and sent in multiple shipments in order to get your items to you faster! If this happens, you will receive multiple shipment notifications.

If you used a credit card for your method of payment it will be pre-authorized at the time the order is placed and charged when the items are shipped, if items are shipped separately you will see separate charges.

How can I track my order?

As soon as your order is shipped, you will receive an update email with the tracking number that will enable you to track your order online. Your order may be split and sent in multiple shipments in order to get your items to you faster! If this happens, you will receive multiple shipment notifications.

Why can’t I redeem my coupon code online or in-store?

Certain coupon codes are built for an online only redemption and are only able to be redeemed through marks.com. Coupon codes that are not working on the website have potentially expired and are no longer valid for redemption. To stay in the loop on current promotions, sign up for email subscriptions to receive exclusive online only offers.

How much does Ship to Home delivery cost?

The Standard Delivery shipping and handling fee is based on an item’s size, total order weight, delivery type, and the delivery location and delivery distance. You can view the estimated shipping charges on the item's product detail by entering your postal code. The estimator will calculate an estimated shipping and handling fee for the item currently displayed. Final shipping fees, which are based on the full contents of your order, are displayed during the checkout process. 

Same-Day Delivery costs $9.99 per order.  The delivery cost will be reflected in your order total once you select Same-Day Delivery in your shopping cart.

Please note: items cannot be delivered to all P.O.Boxes at this time. Please enter your postal code into the Estimated Shipping Fee section of the website to confirm if your address is eligible for Ship to Home.  
 

How long will my order be held in-store? Can my order’s pick up date be extended?

Your order will be held at your selected store location for a minimum of 3 days, up to a maximum of 15 days. Hold times vary by store. The number of days your order will be held is indicated on your Ready for Pick Up email. Should your items not be picked up within this time period, they will be cancelled and no longer available for pick up, at which point the charges to your method(s) of payment will be reversed.

When a Same-Day Delivery attempt is unsuccessful, the order is returned to the store and help for pick up for 7 days. 

If you cannot pick up your order by the expected pick up date, please call the store directly to arrange for an extended pick up date.